Director – Platform Enablement

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

In this role you will lead a team of people leaders and professionals within the Platform Enablement, Partnership Accounting, Card Operations, and Unclaimed Property teams to achieve impactful and strategic system support goals in service of our employee and customer facing operational platforms and timely settlement of Partnership products. This team functions as the operational hub and works to standardize workflows, ensure platform performance consistency and ease of access to systems, drive centralized data collection, deliver reporting and analytics, identify and implement efficiency opportunities, and inform and execute continuous improvement initiatives.

This will include day-to-day support of servicing tools, developing optimized end-to-end customer journeys, ensuring alignment of all tools, maintaining 3rd party tool integrations, and advocating for the long-term servicing product strategy. You must have the ability to think strategically, collaborate, and build a link between leaders in product management, program/portfolio management, operations, technology, finance, and corporate accounting to enable partnership product settlement, contact center products and capability launches, and projects ensuring employees have the necessary tools and resources to efficiently and effectively deliver a streamlined, peerless customer experience across multiple contact channel offerings, integrated platforms, and global geographies.

About This Role:

Job Specific Responsibilities/Accountabilities:

Core Management: 

• Lead, manage, and develop a team to achieve strategic vision, tactical support, and career development aligned with enterprise goals and consistently review the organizational team structure and required roles to deliver exceptional platform support, enablement, and performance.
• Partner with leaders across operations to understand pain points and serve as a liaison between business operations and technology teams to ensure alignment of solutions for business needs and ensure results are reached within timeframes.
• Utilize data to inform stakeholders and respond quickly to industry and/or organizational changes, efficiently address customer needs, quickly adapt to regulatory requirements, implement new tools and capabilities effectively, and drive operational excellence.
• Inspire a rewarding culture that consistently enables process and product efficiency through new ideas, methods, products, or solutions.
• Invest in talent to foster continuous education and skill enhancement that shares successes and learnings to deliver value faster and more effectively.
• Develop and adhere to departmental budget and drive continuous improvement initiatives and technology investment towards achieving Partnership and Banking budget goals.

Platform Enablement

• Provide vision, leadership, and maintenance of the enablement roadmap for the operations’ platforms and applications and ensure customer end-to-end journeys are optimized.
• Lead a cross-functional, enterprise advisory team to ensure the enablement of key platforms are customer focused, servicing the business needs, and inform on the prioritized enhancements to plan for future needs, industry standards, and developing trends.
• Research and analyze effective, new Assisted Service tools, including Gen AI, RPA, macros, and templates.
• Proactively develop and monitor key performance indicators to ensure maximized platform adoption and utilization, the reduction of technical barriers to usage, optimal administration and configuration of all tools, advocate for improvements that drive efficiency, and influence leaders on current and future product capabilities.
• Create and initially deliver training for new platforms and/or capabilities. Collaborate with the supported business units to transition training and ensure materials are current to product functionality and capabilities.
• Ensure regular and documented audits of user access to enabled platforms and applications in adherence to FNBO and industry access regulations.
• Lead functional system testing, validation, and troubleshooting to ensure systems are performing as intended and align with business requirements.
• Continuously assess the performance of contact center systems and provide recommendations for improvements.
• Implement system enhancements or new features to increase efficiency, improve agent performance, and ensure customer satisfaction.

Partnership Accounting/Card Operations

• Responsible for all Partnership Accounting daily, monthly, and yearly settlement and reporting with a vision towards influencing process automation and flow.
• Ensure timely Card Operations daily activity and consistently review upstream, downstream, and internal impact to process flow to amplify efficiency and positively impact customers.

Unclaimed Property

• Oversee unclaimed property reporting and ensure compliance with state and product regulations.
• Develop and implement policies, procedures, and controls for unclaimed property operations.
• Ensure the coordination with internal departments to identify and track dormant accounts.
• Manage relationships with third-party vendors and service providers.

The Ideal Candidate for This Role:

Key Competencies:

• Strategic planning and execution: Ability to demonstrate understanding of internal and external challenges and articulate organizational vision that aligns with the bank’s growth and profitability objectives.
• Leadership: Proven ability to lead, develop talent, and influence teams across the enterprise with a focus on selecting and managing talent to ensure retention of critical skills needed to meet business needs.
• Analytical and problem-solving: Proficient in leveraging data to inform decisions and forecast outcomes.
• Risk management acumen: In-depth knowledge of compliance requirements and built internal controls to mitigate risk.
• Collaboration and relationship building: Strong interpersonal skills to build effective relationships with stakeholders across various functions.
• Change Leadership: Initiates and facilitates organizational changes and business transformation without fear of making challenging decisions.  
• High level of integrity, confidentiality, and dependability with a strong sense of urgency and results-orientation.

Minimum Qualifications:

Required:

• Bachelor’s degree in business, finance or related field (MBA preferred) or equivalent work experience.
• 7+ years’ experience in leading teams focused on operational execution, enablement of business priorities through technology, resources and/or project management.
• Experience leading organizations through complex business changes.

Desired:

• Experience in accounting
• Contact center leadership, product management and/or enablement experience in contact center tools
• Experience with Gen AI, RPA and other automation tools
• Project Management certification, ideally PMP, PfMP, or CAPM
• Experience working with global outsourcing providers
• Expert knowledge of GAAP and regulatory reporting requirements

Candidates must possess unrestricted work authorization and not require future sponsorship.

Compensation:

Compensation range (base pay): $121,795.00-$207,053.00

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

Work Environment:

It is anticipated that the incumbent in this role will work onsite at the posted location. Our onsite environment fosters innovation, mentorship, and a vibrant culture where ideas flow freely and relationships flourish. As part of our team, you'll experience the energy of our collaborative spaces designed to support your professional growth while working alongside talented colleagues who inspire excellence daily. Please note that work location is subject to change based on business needs.

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:

• Medical, Dental, Vision Insurance

• 401k, With Matching Contributions

• Time Off Programs

• Health Savings Account (HSA)/Dependent Care

• Employee Banking

• Growth Opportunities

• Tuition Assistance

• Short-Term/Long-Term Disability Insurance

Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.

For additional information regarding compensation and benefits, e-mail FNBO at [email protected]. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.

Job number: R-20251093

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.

Learn more here.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

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FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)

Application Deadline:

All our jobs will be posted for a minimum of 5 calendar days.  Job postings may come down prior to 5 calendar days based on volume of applicants.